Profession after-sales service technician
After-sales service technicians provide after-sales service support to customers, such as the installation, maintenance and repair of the sold products. They take corrective actions to ensure customers’ satisfaction, resolve technical product-related issues and write customer summary reports.
- Customer service
Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.
- Customer relationship management
The customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales support and direct communication with the customer.
- Characteristics of services
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
- Product comprehension
The offered products, their functionalities, properties and legal and regulatory requirements.
- Characteristics of products
The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
- Maintenance and repair
The preservation and restoration of products and systems, and the methods and logistics of these practices.
- Execute after sales activities
Provide after sales services and advice, e.g. provision of advice on after sale maintenance, provision of after sale maintenance, etc.
- Ensure compliance with legal requirements
Guarantee compliance with established and applicable standards and legal requirements such as specifications, policies, standards or law for the goal that organisations aspire to achieve in their efforts.
- Create solutions to problems
Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.
- Implement sales strategies
Carry out the plan to gain competitive advantage on the market by positioning the company's brand or product and by targeting the right audience to sell this brand or product to.
- Contact customers
Contact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Guarantee customer satisfaction
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
- Communicate with customers
Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.
- Provide customer follow-up services
Register, follow-up, solve and respond to customer requests, complaints and after-sales services.
- Advise on merchandise features
Provide counsel on the buying of merchandise such as goods, vehicles or other objects, as well as providing information on their features and attributes to clients or customers.
- Implement customer follow-up
Implement strategies that ensures post-sale follow up of customer satisfaction or loyalty regarding one's product or service.
Optional knowledge and skillssales activities monitor after sales records address problems critically apply technical communication skills provide information listen actively electronic and telecommunication equipment maintain relationship with customers keep records of customer interaction sales strategies prioritise tasks consumer protection
Source: Sisyphus ODB